Hannah
I typically don’t leave negative reviews, but after our experience, I feel it’s important to share it.
Within two months, both our brand-new refrigerator and brand-new washer failed. I understand that appliances can have manufacturer defects, and I don’t fault the company for that. What I do fault is how customers are treated when they call for help.
Our refrigerator had just been replaced with a brand-new unit purchased through My Appliance Source. When it was delivered, we immediately noticed there was an issue with the water line. I specifically asked whether that was going to cause any problems and was assured everything would be fine and that a technician would come out to address it. Unfortunately, just a few hours later, the refrigerator and freezer were not working properly and despite being told there was nothing to worry about. As a result, we lost all of the food we had just purchased.
I then called and explained the situation. Given that the refrigerator had just been delivered, had an issue from the start, and we had already lost all of our food, I asked if there was any possibility of receiving a replacement or an upgraded model rather than waiting weeks for a resolution. Instead of having a productive conversation, I was accused of “just trying to get free stuff.” Later, the owner personally called me, apologized for how he had spoken to me and arranged for a loaner refrigerator while we waited for the replacement. I genuinely appreciated the apology, accepted it, and hoped it was an isolated incident.
Unfortunately, only a short time later, our brand-new washer failed as well. After a technician confirmed the issue and determined that parts would need to be ordered, I called to ask if a loaner washer was available because we were now facing approximately two weeks without a working washing machine. Instead of being met with understanding, I was spoken to in an unprofessional and hostile manner by another employee in the service department. He repeatedly talked over me, raised his voice, dismissed my concerns, and made me feel as though asking about a temporary solution was unreasonable. I ultimately ended the call because I was not willing to continue being spoken to that way.
I completely understand that warranties, parts availability, and manufacturer delays are sometimes outside of a company’s control. However, professionalism, respect, and basic customer service are always within a company’s control.
It is incredibly disappointing that after two brand-new appliances failed in such a short period of time, the most memorable part of this experience is how I was treated when I reached out for help. I sincerely hope My Appliance Source takes a closer look at how customers are spoken to during an already stressful situation.
Read full review
I typically don’t leave negative reviews, but after our experience, I feel it’s important to share it. Within two months, both our brand-new refrigerator and brand-new washer failed. I understand that appliances can have manufacturer defects, and I don’t fault the company for that. What I do fault is how customers are treated when they call for help. Our refrigerator had just been replaced with a brand-new unit purchased through My Appliance Source. When it was delivered, we immediately noticed there was an issue with the water line. I specifically asked whether that was going to cause any problems and was assured everything would be fine and that a technician would come out to address it. Unfortunately, just a few hours later, the refrigerator and freezer were not working properly and despite being told there was nothing to worry about. As a result, we lost all of the food we had just purchased. I then called and explained the situation. Given that the refrigerator had just been delivered, had an issue from the start, and we had already lost all of our food, I asked if there was any possibility of receiving a replacement or an upgraded model rather than waiting weeks for a resolution. Instead of having a productive conversation, I was accused of “just trying to get free stuff.” Later, the owner personally called me, apologized for how he had spoken to me and arranged for a loaner refrigerator while we waited for the replacement. I genuinely appreciated the apology, accepted it, and hoped it was an isolated incident. Unfortunately, only a short time later, our brand-new washer failed as well. After a technician confirmed the issue and determined that parts would need to be ordered, I called to ask if a loaner washer was available because we were now facing approximately two weeks without a working washing machine. Instead of being met with understanding, I was spoken to in an unprofessional and hostile manner by another employee in the service department. He repeatedly talked over me, raised his voice, dismissed my concerns, and made me feel as though asking about a temporary solution was unreasonable. I ultimately ended the call because I was not willing to continue being spoken to that way. I completely understand that warranties, parts availability, and manufacturer delays are sometimes outside of a company’s control. However, professionalism, respect, and basic customer service are always within a company’s control. It is incredibly disappointing that after two brand-new appliances failed in such a short period of time, the most memorable part of this experience is how I was treated when I reached out for help. I sincerely hope My Appliance Source takes a closer look at how customers are spoken to during an already stressful situation.
